AYLESBURY, U.K. - TelAve -- The claim is made as Sytel release their Sytel Real-Time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.

Sytel CEO Michael McKinlay commented "Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.

"Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring."

More on TelAve News

• VENUS Goes Live on CATEX Exchange As UK Financial Ltd Activates The Premier Division Of The Maya Meme's League
• Atlanta Tech Founder Seeks Clarity on Intellectual Property and Innovation Policy
• Purple Heart Recipient Honored by Hall of Fame Son In Viral Tribute Sparking National Conversation on Service Fatherhood, Healing and Legacy
• Amicly Launches as a Safety-First Social App Designed to Help People Build Real, Meaningful Friendships
• Primeindexer Google indexing platform launched by SEO Danmark APS

McKinlay continued "This job has become increasingly complex, even impossible. That's especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc."

"The best answer? Automation! SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.

"It's a big win for the power of AI and a huge win for CX as customer wait times are now kept under control," said McKinlay.

JRC in Brazil has been an enthusiastic user of Sytel's automation solutions for several years. JRC provide a wide range of products and services to support major national infrastructure projects. JRC CEO Jose Rubens Cavalari commented:

More on TelAve News

• Kaltra Introduces New Downward-Spraying Distribution Technology to Boost Microchannel Evaporator Performance
• Talentica Announces Winners of Multi-Agent Hackathon 2026
• Special Alert: Undervalued Opportunity: IQSTEL (N A S D A Q: IQST) Positioned for Explosive Multi-Year Growth
• Triple-Digit Growth, Strategic N A S D A Q Uplist, Plus A Scalable Healthcare Rollout Model: Stock Symbol: CDIX
• Vesica Health Receives FDA Breakthrough Device Designation for AssureMDx

"Our customers love the way Sytel Real-Time Automation solves, once and for all, the issue of how to control SLAs and customer wait times in a busy contact center.  They have been waiting for this product for years; how come it took so long!?"

Nielsen, a leader in global market research, have used the Sytel AI Dialer™ for a decade to drive their CATI operations. Nielsen's Senior Director of Technology Patrick Kirk commented:

"Sytel have done a stellar job of automating the outbound contact center.  They are bringing the same expertise to automating the inbound center and this is simply a game-changer."

To see SRA in action, see https://sytel.com/capabilities/dynamic-workforce-management/real-time-automation-a-simulation/

For a free trial, email Sytel at info@sytel.com

Follow Sytel on LinkedIn

Web - https://sytel.com/